ITIL® Intermediate (SOA)

The Service Offerings and Agreements (SOA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management. The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

ITIL® Intermediate (SOA)

The Service Offerings and Agreements (SOA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

Key features

2 days of Instructor led Training

ITIL Intermediate exam

Soft copy of the material

Softcopy of SOA material

E- certificate

Highly competent and ITIL Expert certified trainers

ITIL® is a registered Trademark of AXELOS Limited. All rights reserved.

Certification Levels

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five certification levels within the scheme:

At the end of the training in ITIL® Intermediate SOA, you will be able to:

Identify how the five stages of the ITIL® lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects

Identify how service offering can be developed to support both business and user needs

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5). A basic IT literacy and around 2 years IT experience are highly desirable.

Intermediate Exam Details:

Exam Duration: 90 Minutes

Exam Format: Multiple Choice, scenario based gradient scored question

Exam Pass Mark: 70%

Level of Qualification: Intermediate

Electronic Devices Permitted: No

Open Book: No

No. of questions: 8

The Service Offerings and Agreements qualification would suit candidates in the following IT professions or areas:

IT Management

IT Finance Manager

Capacity Manager

Availability Manager

Service Level Manager

Business Continuity Manager

Service Portfolio Manager

Supplier Relationship Manager.

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

Overview of SOA processes and basic principles

The value to the business of SOA activities

How the SOA processes rely on a good business case

How the SOA processes rely on a good understanding of return on investment (ROI)

Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:

Service portfolio management, which provides documentation for services and prospective services in business terms.

Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint.Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.

Students will gain in-depth knowledge of Service Offerings and Agreements and hold a widely recognized qualification, if successful. Benefits to your organization: Employees will be able to use the processes and tools to make quality decisions regarding the direction & provision of services to the organization. Benefits to you as an individual: You will gain in depth knowledge and be able to demonstrate your ability to identify service opportunities and plan to make the best use of limited resources in service delivery.